Tag Archives: customer service

A Brief Study in Contrast

Two customer experience stories in the same day. One is an example of great (and from an airline no less). The other is an example of pathetic, at best. Let’s start with the great one. I was sitting in the … Continue reading

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No Action Talk Only

I have accused the airlines, who spend countless dollars claiming to be customer-focused, of operating on the premise that passengers are an inconvenience to the efficient movement of airplanes. I recently discovered an amazon vendor that may have the airlines … Continue reading

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Dealing with a Bad Online Review of Your Business

Online review sites are the rage. Unfortunately they often are given more credibility than they deserve. I wrote a piece back in 2016 about some disturbing things I have heard more than once about Yelp. Experts agree that negative reviews … Continue reading

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Over-Promise and Under-Deliver

My son recently closed on a condominium in Santa Cruz and the closing process reminded me of the difficulties many companies have in delivering on their promise. To be fair I don’t know if the “sales department” over-promised or the … Continue reading

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I Was Stupid And They Saved Me

I bash the airline industry a lot on this blog. Firstly, I fly often so I get lots of opportunity; and secondly, they give me lots of examples. That being said, when they do a good job, I also like … Continue reading

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Brick and Mortar Suicide Continues … Unabated

This topic is, unfortunately, a common theme for me (just do a search of the blog). It seems retailers have become so focused on getting better deals from their suppliers that they are forgetting that if they don’t actually sell … Continue reading

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Oh How Things Have Changed

There was a time in the not too distant past when Fed Ex was the gold standard for delivery reliability and customer service. Those days are gone and, as most customers likely have experienced, they “aren’t what they used to … Continue reading

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A 67 cent Customer Service Fail

This is so silly it’s almost unbelievable. My wife bought an item from a vendor on amazon.com for $6.76. It was due to arrive on January 11. It didn’t. When I checked the tracking number from DHL (the vendor’s shipper … Continue reading

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Creating A Great Customer Experience

In most companies (e-commerce only partially excluded), your people make a huge difference in the customer’s experience. They can move it from good to great or from bad to worse, at least. Numerous studies have shown that how your company … Continue reading

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What Are They Thinking? Or Maybe They’re Actually Not

Today’s post ties to several recent posts. I have slammed brick and mortar stores for expediting their own demise; I have talked about confusing activity with results in marketing automation systems; and mentioned the raising of the bar by some … Continue reading

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